• Serve as the primary technical owner of the AtoZ ServiceNow platform • Ensure platform quality, scalability, performance, and long-term maintainability • Manage and prioritize the ServiceNow technical backlog in Jira • Oversee enhancements, bug fixes, modernization efforts, and release planning • Provide hands-on ServiceNow configuration and troubleshooting support when needed • Act as the primary technical liaison between AtoZ and implementation vendors • Review vendor technical designs, documentation, and proposed solutions • Support agency onboarding and integration initiatives

• Design, develop, and maintain forms, flows, catalog items, integrations, etc. • Collaborate with developers, product owners, process owners, and platform engineers to define requirements. • Support Agile ceremonies and uphold quality assurance throughout the lifecycle • Adhere to and enforce ServiceNow and OneGDIT best practices. • Support platform upgrades, patching, and deployments. • Participate in Agile software development efforts (standups, planning, grooming, estimation) to ensure quality delivery. • Collaborate with Scrum Masters, Product Owners, and Developers.

• Define and govern the overall ServiceNow platform architecture and roadmap. • Lead solution design workshops and translate business requirements into scalable ServiceNow solutions. • Architect and implement ITSM and CSM solutions following ServiceNow best practices. • Design multi-tenant ServiceNow environments using Domain Separation. • Define CMDB strategy, Discovery architecture, and service mapping approach. • Review and approve technical designs, customizations, integrations, and data migration strategies. • Establish platform governance, security, performance, and upgrade strategies. • Mentor developers, administrators, and business analysts. • Collaborate with enterprise architects, infrastructure teams, and business stakeholders.

• Create mobile and web applications based on site maps, wireframes and visual designs using standards compliant JavaScript, HTML5 and CSS3. • Manage all aspects of application development, including design, coding, debugging, testing, troubleshooting, and documenting systems, query optimization, and report-writing. • Design and customize Service Portal ServiceNow applications or product based solutions based on ServiceNow applications. • Implements integrations with ServiceNow Discovery and Core module (Normal Incident, MIM, Problem, Knowledge, Change, ESS, CMS ). • Creation of script-based Assignment and Approval rules, custom-related lists, Access Control list, UI Policy, and client script. • Create and execute development plans as appropriate to meet changing needs and requirements. • Understands ITIL V3 processes and is hands-on with ITIL process implementation. • Conduct requirements gathering workshops for customers. • Help integration team in planning and packaging the ServiceNow service portal integration solution. • Draft use cases and functional requirements documents. • Draft proposals and statements of work for solutions. • Reviewing and providing guidance on functional requirements documents. • Provide technical assistance in a pre-sale’s capacity.